Client Retention Strategist

Marsh; Houston (TX); Hybrid; USD 68,000 - 145,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

401K savings

Employee assistance program

Job summary

Marsh is seeking a retention-focused professional to join the BCS Client Retention Management team. The role supports client relationships, analyzes retention risks, and translates insights into actions to protect revenue and growth.

You will maintain dashboards, manage risk registers, and coordinate engagement with clients and internal teams, while documenting actions and outcomes to drive continuous improvement.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 3–5+ years in operations, client service enablement, service management, analytics, or related insurance/brokerage environment (or equivalent transferable experience).
• Demonstrated ability to work with operational datasets and dashboards; strong attention to detail and documentation discipline.
• Comfort supporting client-facing meeting preparation and follow-up documentation in partnership with client executives.
• Strong coordination and stakeholder management skills in a matrixed environment.
• Preferred: experience with workflow/service management platforms, reporting tools, and process improvement methods.

Responsibilities

• Maintain the retention dashboard and scoring methodology inputs; ensure data quality and consistent definitions across teams.
• Maintain the at-risk register (risk rating, drivers, revenue exposure, renewal date, action status) and prepare weekly/monthly risk review materials.
• Coordinate targeted client and client-team engagement, including scheduling and documenting “stay” interviews based on dashboard scoring and signal thresholds.
• Support escalation solutioning by documenting intake details, tiering recommendations, corrective action plans, owners, milestones, and client communication artifacts.
• Track post-resolution monitoring windows (30/60/90 days) and compile sustainment indicators (recurrence, turnaround time, accuracy, complaint volume, client feedback).
• Identify trend themes and recurring failure points; surface insights to the CCRO team with recommended next actions.
• Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes convert to standard practice.

Skills

Operations experience

Analytics

Dashboarding

Stakeholder management

Client service

Education

Bachelor’s degree or equivalent professional experience

Tools

Dashboard tools

Job description

Marsh is seeking a retention-focused professional to join the BCS Client Retention Management team. The role supports client relationships, analyzes retention risks, and translates insights into actions to protect revenue and growth.

You will maintain dashboards, manage risk registers, and coordinate engagement with clients and internal teams, while documenting actions and outcomes to drive continuous improvement.